Your Treatment

The clinic is equipped with Fresenius dialysis machines, and water treatment. We provide high-flux dialysers, and all the consumables required for your dialysis. There may be some items which you will be required to bring with you, but all of these details will be worked out by us and your dialysis nurses.

Once we have received your details from your home unit we will send you a letter confirming your dates and times, and also some directions to the clinic.

To ensure we have your up to date treatment regime:

a dialysis prescription will be written by your doctor

any medication will also be appropriately prescribed by your doctor

all other relevant information will be obtained from your unit

For your safety fluid removal is limited to 1 litre per hour up to a maximum of 3 litres.

Before your first dialysis session you will be asked to sign:

consent to treatment form

data protection form.

Consent

We require you to give your written consent to treatment. The consent form will be explained to you in more detail on your arrival.

Data Protection

We need to have certain medical and personal information about you and your next-of-kin, such as contact details, in order to carry out your dialysis. We will obtain all this information from your home unit. Norfolk Dialysis is committed to ensuring any information we hold about you or your next-of-kin is held securely and responsibly, and according to the Data Protection Act (1998). The law states we are required to hold information about you and your dialysis for eight years.

While on dialysis we will provide drinks and biscuits. There is a small waiting area and relatives are welcome to wait during your treatment. Alternatively the Sandringham estate is only minutes away with numerous woodland walks and a visitors’ centre, or there is an excellent cafe and garden centre in the village.

Complaints

We welcome suggestions to improve our service. Any concerns will be sympathetically received. If you do have any concerns please speak to us directly as we will do our utmost to sort out any problems. If you do wish to make a complaint it should be directed to the Registered Manager Michelle Dodd. You will receive a written reply within two working days. If you are unhappy with the outcome you may contact:

The Local Government Ombudsman,
PO Box 4771,
Coventry,
CV4OEH.

Tel: 03000610614 or 08456021983.

All NHS patients can use the NHS complaints procedure by contacting your relevant complaints manager. Further details are available from:

The Health Literature Line: Tel: 0800555777

The Response Line: Tel: 08701555455

You can also complain to the regulatory body The Care Quality Commission here: http://www.cqc.org.uk/public, or contact them directly at:

Upon completing your dialysis with us we will ask you to take away and complete a questionnaire as part of our ongoing process of improving your care, and our clinic. We would be grateful if you could return the questionnaire in the stamped addressed envelope provided. The questionnaires are anonymous. On a more informal note, we will be very pleased to listen to any suggestions you might have about the clinic, or how we can make your stay with us any better.